{"id":1579,"date":"2026-03-20T11:31:49","date_gmt":"2026-03-20T10:31:49","guid":{"rendered":"https:\/\/flikweertvision.nl\/?post_type=employee_story&p=1579"},"modified":"2026-08-25T12:39:16","modified_gmt":"2026-08-25T10:39:16","slug":"behind-the-vision-service","status":"publish","type":"employee_story","link":"https:\/\/werkenbijflikweertvision.blackdesk.dev\/fr\/verhaal\/behind-the-vision-service\/","title":{"rendered":"Behind the vision | Service"},"content":{"rendered":"
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\n \"Team\n
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\n \n Histoire d\u2019\u00e9quipe\n <\/span>\n

Behind the vision | Service<\/h1>\n

Behind the vision | Service<\/h1>\n
\n Service<\/span>\n <\/div>\n <\/div>\n
\n \n Parchemin<\/span>\n <\/i>\n <\/a>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/figure>\n <\/section>\n
\n <\/i><\/a>\n <\/div>\n
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\n Behind the vision <\/span>\n <\/div>\n

Service<\/h2>\n

Service<\/h2>\n

Au d\u00e9but de 2024, notre service comptait un technicien de service et un support \u00e0 distance. Le nombre de machines a augment\u00e9 rapidement, tout comme le nombre de demandes de clients. Avec plus de 500 machines en fonctionnement dans le monde, nous ne pouvons plus nous passer d'un service professionnel et \u00e9volutif. Aujourd'hui, une \u00e9quipe de dix coll\u00e8gues se consacre enti\u00e8rement au soutien mondial des clients et des distributeurs. Ce qui a commenc\u00e9 comme une extension n\u00e9cessaire est devenu un d\u00e9partement structur\u00e9 avec des r\u00f4les clairs. De la coordination et de l'administration du service au support \u00e0 distance et \u00e0 la gestion du service. Les t\u00e2ches sont r\u00e9parties, les connaissances sont enregistr\u00e9es et les processus sont mis en place pour aider les clients rapidement et efficacement. \u201cIl est agr\u00e9able que la responsabilit\u00e9 soit maintenant plus largement assum\u00e9e\u201d, raconte Wim. \u201cNous documentons tout. Cela nous permet d'agir plus rapidement et d'am\u00e9liorer continuellement notre service.\u201d<\/p>\n

De la gestion r\u00e9active \u00e0 l'am\u00e9lioration structurelle<\/strong><\/p>\n

Chez Flikweert Vision, le service ne consiste pas seulement \u00e0 r\u00e9soudre les probl\u00e8mes, mais aussi \u00e0 les pr\u00e9venir. Chaque demande client est enregistr\u00e9e dans un syst\u00e8me de tickets. Les messages WhatsApp, les appels t\u00e9l\u00e9phoniques et les e-mails sont enregistr\u00e9s et suivis. Les solutions sont document\u00e9es et forment une base de connaissances qui est constamment enrichie. Le retour d'exp\u00e9rience pratique y joue un r\u00f4le important. Les questions r\u00e9currentes sont discut\u00e9es avec les \u00e9quipes logicielles et d'ing\u00e9nierie. Cela conduit parfois \u00e0 une mise \u00e0 jour logicielle, parfois \u00e0 un ajustement technique de la conception. Le service est ainsi un maillon important dans le d\u00e9veloppement de nos machines. \u201c Nous prenons au s\u00e9rieux les retours d'exp\u00e9rience \u201d, d\u00e9clare Christel. \u201c C'est souvent l\u00e0 que se trouvent les opportunit\u00e9s d'am\u00e9lioration. \u201d<\/p>\n

Investir dans la fiabilit\u00e9<\/strong><\/p>\n

Un exemple concret de cette approche est le cycle de maintenance des QualityGrader. En peu de temps, 290 machines ont \u00e9t\u00e9 \u00e9quip\u00e9es de mises \u00e0 jour et de nouveaux composants. L'effet \u00e9tait clairement visible. Pendant la saison, il y a eu nettement moins de probl\u00e8mes mat\u00e9riels. Cela signifie moins d'arr\u00eats chez les clients et des machines qui fonctionnent de mani\u00e8re fiable jour apr\u00e8s jour. \u00c0 l'heure actuelle, les pr\u00e9paratifs d'un cycle de maintenance pour les Dividersont en cours.<\/p>\n<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/section>\n\n\n

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\n \n \"Team\n \n <\/figure>\n <\/div>\n
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\u201dNous recevons r\u00e9guli\u00e8rement des retours de clients satisfaits de nos services\u201c, explique Wim. \"Cela nous donne de l'\u00e9nergie. En m\u00eame temps, nous voulons continuer \u00e0 nous am\u00e9liorer et aspirons \u00e0 un service de premier plan.\".<\/h3>\n <\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/section>\n \n\n
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Plus de machines demandent plus de structure<\/strong><\/p>\n

Alors que le parc de machines mondial augmente, la responsabilit\u00e9 du service s'accro\u00eet \u00e9galement. C'est pourquoi nous investissons dans des processus clairs, le partage des connaissances et le d\u00e9veloppement des \u00e9quipes. En outre, nous travaillons sur un support \u00e9volutif pour les concessionnaires, y compris la formation des concessionnaires, afin de garantir un niveau de service \u00e9lev\u00e9 \u00e0 l'\u00e9chelle internationale. Le d\u00e9partement est joignable 24h\/24 et 6j\/7 pour les clients. Non pas en tant que support individuel, mais en tant qu'\u00e9quipe professionnelle avec une vision d'ensemble et des responsabilit\u00e9s claires. \u201cNous recevons r\u00e9guli\u00e8rement des retours indiquant que les clients sont satisfaits de notre service\u201d, explique Wim. \u201cCela donne de l'\u00e9nergie. En m\u00eame temps, nous voulons continuer \u00e0 nous am\u00e9liorer et viser un service de pointe.\u201d<\/p>\n

Qu'est-ce que cette croissance r\u00e9v\u00e8le sur Flikweert Vision<\/strong><\/p>\n

Le d\u00e9veloppement du d\u00e9partement de service montre comment Flikweert Vision continue de se professionnaliser, c'est une partie importante de notre organisation. Cela correspond directement \u00e0 notre valeur fondamentale de fiabilit\u00e9. En investissant dans la structure, les connaissances et la collaboration, nous garantissons que nos machines continuent de fonctionner de mani\u00e8re fiable jour apr\u00e8s jour chez nos clients. Le service n'est donc pas une question secondaire, mais un pilier strat\u00e9gique au sein de Flikweert Vision.<\/p>\n<\/div>\n <\/div>\n <\/div>\n <\/div>\n <\/section>","protected":false},"featured_media":1580,"parent":0,"template":"","verhaal_type":[20],"class_list":["post-1579","employee_story","type-employee_story","status-publish","has-post-thumbnail","hentry","verhaal_type-team-verhaal"],"acf":[],"yoast_head":"\nBehind the vision | Service - Teamverhaal - Flikweert Vision<\/title>\n<meta name=\"description\" content=\"We krijgen regelmatig terug dat klanten blij zijn met onze service,\u201d vertelt Wim. - Behind the vision | Service\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Behind the vision | Service - Teamverhaal - Flikweert Vision\" \/>\n<meta property=\"og:description\" content=\"We krijgen regelmatig terug dat klanten blij zijn met onze service,\u201d vertelt Wim. - 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